You can play back different kinds of interactions:
Digital Any non-voice channel such as chat, email, SMS, work item, and messaging channels interactions—Chat, email, SMS, work item, and messaging channels such as Apple Messages for Business, Custom, Facebook Messenger, Google Business Messenger, LINE Messaging, Microsoft Teams, Slack, Telegram Messenger, Twitter Direct Messages, Viber Messenger, WhatsApp
The interactions you can see in the search results depend on the view assigned to you.
Actions You Can Take from the Search Results
Play Back an Interaction
You can play back a segment or a contact.
A segment is an interaction between two parties, such as a customer and an agent. Each segment represents a stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult.
A contact is the complete interaction. The contact is comprised of one or more segments, such as a segment with a customer and an agent, and then a transfer to another agent.
Gain Insight into Your Interactions
View graphs that show you interactions from the last 24 hours, the last 7 days, or the last 30 days. View each graph by:
Channel (with or without screen recording)
Top teams or skills (only available if you don't have Interaction Analytics or Quality Management)
Customer sentiments (only available if you have Interaction Analytics or Quality Management Advanced)
Top categories (only available if you have Interaction Analytics or Quality Management Advanced)
Click on a part of the graph to drill down to a list of those interactions.
You can delete voice and screen recordings for an interaction. Click Action and select Delete Recordings.
This can be helpful if there was a PCI violation and the recordings need to be removed.
When you delete the recordings, all the voice and screen recordings for that contact are deleted, but not the metadata. From the time the interaction is marked for deletion, it can take up to 24 hours for the recordings to be deleted. You can view the status of the deletion in the Recording Alerts column in the search results. You can also check the Activity Audit Report for more information.
You can view the status of an evaluation Users can evaluate employee interactions, subject to any data restrictions that apply., collaborative evaluation, or self assessment An evaluation performed by the agent on their own interaction, using the evaluation form. Manager or supervisor can send one or more self assessments to agents. in the Evaluation Score column. You can view evaluation scores for the following statuses:
Waiting for Agent
Waiting for Evaluator
Click a score to view the corresponding evaluation form (except for a score in Challenged status).
Access additional options by clicking Action :